tone

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

What Does “No News” Mean? Here’s a Quick Story - 7/2/19


Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from Read more

Are you the Output or the Input? - 6/25/19


You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process. First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from Read more

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

You Do Know Jack - 6/4/19


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.” Even though certain actions by Jack may seem innocent Read more

How to Give the Right Kind of “No” - 5/28/19


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our Read more

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Rudeness is an Issue – How to Avoid it – 8/11/15 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


According to a recent times.com article, there are several top reasons why customers get frustrated with customer service. Tied for the biggest frustration is dealing with rude customer service representatives. Survey results noted that 75% of customers are “highly annoyed by rude or condescending employees.”

While many of us feel that we’re generally pleasant people, even the most pleasant individuals can run the risk of coming off as rude or condescending. This perception by others can come from the tone of voice, the actual words used, or body language in face-to-face situations.

In order to ensure that the answer you give or solution provided does not reflect negatively on you, here are several things you can do to avoid being perceived as rude or condescending:

  • Watch Subtle (and sometimes not-so-subtle) Tone Issues – Avoid the “huffs” or frustrated sighs, and don’t let your booming voice dominate them.
  • Avoid Using “you” if Discussing Blame – Don’t do this: “If you would have just done ABC, this wouldn’t have been an issue.”
  • Convey Some Empathy – There’s a difference between a coldly delivered “That’s against policy” and an empathetic “Unfortunately we’re not able to do ABC for this reason, but let’s talk about what we CAN do for you.”
  • Effectively Move to the Hold or Transfer – Don’t put someone on hold or transfer unless you first ask and explain why you’re making the move.
  • Consider the Body Language – Avoid the eye rolls, folded arms, smirks, a lack of focus on the customer, and – ugh – putting your hand up in the “stop” position.
  • Don’t Rush the Customer – This is by far the most frequent cause of perceived rudeness – even when customers are dealing with kind customer service representatives. Lacking patience, talking quickly, giving short answers, interrupting the other person, and not confirming that the customer got their need met are all drivers of that perception of a rude employee.

 
Avoid rudeness – the customer’s hot button with customer service.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


No, You’re Right – 3/10/15 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


Everybody likes Sam, but it can be frustrating talking to him. In response to every idea and every question, he always starts the sentence with “No.” Even if he agrees, the response starts with “No” such as “No, you’re right.” It’s not that Sam’s being disagreeable, but it’s just the way he talks.

Sam’s a great guy, but until you get to know him, this “starting with ‘No’” habit makes him come across as negative. There’s a local radio personality that does this, too – whenever I hear his voice and that first “No,” I turn the station.

We often say that – until people really get to know us – they judge us largely by our body language and tone. And if you have a habit of saying something repeatedly that brings a negative vibe to the conversation, they’ll judge you by that phrase as well.

So be aware of and intentional about the words you use, but also keep in mind that we need to work toward positive conversations with others, and much of the positive/negative direction you go in conversations is based on the questions you ask.

Don’t ask the co-worker “Would you mind doing this for me?” If you do so, you’re forcing those that are willing to help to tell you “No, I don’t mind.” Instead ask “Could you please do this for me?”

Don’t ask the customers “Would it be an issue if I put you on hold for two minutes?” Again, you’re forcing the considerate customer to say “No.” Instead ask “Could you please hold for no more than two minutes while I investigate this for you?”

Remember, most people don’t like engaging with negative individuals, developing relationships with negative companies, or being asked questions that force them to respond No, No, No.

To add a positive tone to conversations, ask questions that elicit a ‘Yes.’

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Create Your Own Moments of Truth – 3/3/15 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


Bonnie can run 100 miles an hour – not literally, of course. She’s a nursing assistant on a floor of a hospital, so she rarely goes into a full sprint, but she is constantly in motion. If you could watch her, you would see she’s hyper-productive. Whether it’s making the bed, dressing the patient, or taking vital signs, she’s efficient and quick.

Despite this high productivity, the patients and the co-workers never feel like she’s rushing them through or making them feel like a cog on the assembly line.

Bonnie has that innate ability to pause at just the right time and in the right way. When a patient has a need or question or comment, she looks the patient in the eye, and slows down the task. When the nurse manager has a question while Bonnie is “running” down the hall, Bonnie stops, faces the manager, smiles, and takes a calming breath. When a new co-worker is confused about the schedule or their assignment, Bonnie puts down her pen, softens her voice, and affixes her eyes on the co-worker’s papers.

As good as Bonnie is with her body language and tone of voice, she’s even better at something else. She’s better at seeing the situation.

When it comes to serving others, her eyes are always open for opportunities to engage others; the other person’s question, need, confused look, or eye contact are what Bonnie is always looking to see. She is always seeking cues for a chance to serve.

Work on the habit of looking for cues in others that there’s an opportunity to serve. When you see those opportunities, don’t let them go by.

Slow down, and start creating your own Moments of Truth.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page